Alma Ipina Email & Phone Number

El Paso, Tx, Us

El Paso, Texas, United States

El Paso, Texas, United States

El Paso, Texas, United States

Responsible for coaching and effectively training and onboarding all new branch associates withboth assigned districts, Fort Worth and North Central Texas.Worked independently and collaboratively with District Managers, Territory Managers, Learning and Development, and other internal departments to train on branch processes and procedures, including new rollouts and initiatives.Perform weekly and monthly check-ins with leadership to evaluate branch performance to reinforce key business drivers. Leveraged best practices and positive performance coaching to increase overall productivity and service levels of the retail branches and its associates. Trained and developed a group of 80+ associates using both formal and informal presentations and reports. Delivered field-based training programs, refresher trainings, service delivery models, and effective sales strategies.Content creation for training and development and focus group participant for new company rollouts. Gather feedback from retail associates in order to deliver content that maximizes both time and understanding. Knowledge of Bank Secrecy Act, Money Laundering AML, PII Privacy Act, and OFAC Compliance among others. Knowledge of consumer credit laws and regulations focused on lending.

El Paso, Texas, United States

Lead team of customer service representatives. Maintain operational, procedural and regulatory oversight as well as provide coaching and guidance to ensure the store and store representatives pass all in-store and phone quality audits.Leverage daily production reports in order to build plans to meet or exceed monthly store team goals. Oversee customer interactions using Coaching Model to implement successful selling strategies. Perform monthly check-in performance evaluations on all store representatives using positive performance to meet and exceed expectations. Manage labor, representative shift swaps, PTO, timecard corrections, availability and timecard approvals. Perform metrics and cash balancing on a location

El Paso, Texas, United States

Educated clientele on products and services. Executed loan applications and cash transactions according to company policies.Ensured compliance with store, management, and audit teams achieving scores of 100% on quarterly reviews. Researched, responded, and resolved client complaints.Managed quarterly, monthly, and weekly marketing events to promote brand